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Citizen First - Powered by the Institute for Citizen-Centred Service

Board of Directors

Dan Batista

Executive Director, Institute for Citizen-Centred Service

Dan joined the ICCS in April 2015. He leads a dynamic team that helps public sector organizations pursue service excellence through research, learning, collaboration and professional development. Previously, Dan worked for the Government of Canada as a Senior Director leading a number of innovative teams that provide services to small businesses and entrepreneurs including the Canada Business Network and BizPaL.

Dan has a Master of Public Administration degree from Carleton University and a Master of Electronic Commerce degree from Dalhousie University.

Dan received a 2012 Queen Elizabeth II Diamond Jubilee Medal, and the Institute for Citizen-Centred Service 2013 Ralph Heintzman Leadership Award, for his commitment and leadership to developing and delivering client-centric services across all levels of government.

Natasha Clarke

ICCS President and Associate Deputy Minister & Chief Digital Officer, Government of Nova Scotia, Service Nova Scotia

Natasha Clarke is the Associate Deputy Minister & Chief Digital Officer at Service Nova Scotia. She has over 19 years of experience leading transformational initiatives for the public and private sectors, and has been a Public Sector Service Delivery Council member since 2011. Since 2009, Natasha has championed multiple integrated service delivery initiatives for Service Nova Scotia and its partners. These have included such notable bundles as “Electronic Birth”, “Restaurant and Accommodations”, and “Convenience Store”. In her Digital Services role, Natasha is leading the creation of digital services that focus on human centered design and are just simple, clear and easy to use. Natasha has a Bachelor of Agricultural Economics from Dalhousie University, and a diploma in Applied Information Technology from ITI. Prior to her joining the Nova Scotia Government, Natasha worked as a management consultant in the private sector where she focused on partnering with public/private sector clients to enable their business transformation and process improvement projects.

Anik Dupont

ICCS Secretary & Director General, Identity Policy and Programs Directorate, Integrity Services Branch Service Canada

Anik Dupont is Director General, Identity Policy and Programs, Integrity Services Branch in Service Canada at Employment and Social Development Canada. She is responsible for the Social Insurance Numbers Program and the Vital Events Linkages program and is working with Provinces and Territories on the management and exchange of life event information. She is also responsible for the management and implementation of the Identity Management Policy for individuals and business for the department. These responsibilities have aligned well with her involvement in the development of Canada’s Digital Interchange – a pan-canadian approach to identity management and validation.

Prior to her current position, Anik was working at Indigenous and Northern Affairs Canada where she was responsible for the negotiation and settlement of specific claims across Canada. Prior to that work she lead negotiations of modern treaties and self-government agreements with various Indigenous groups in her role as Senior Negotiator and Chief Federal Negotiator. She began her career with the Government of Canada in program administration and support services.

Anik holds a Masters Degree in Public Administration from L’École Nationale de l’Administration Publique from l’Université du Québec en Outatouais.

Carroll Francis

Supervisor, Customer Contact Centre, City of Brantford

Carroll Francis has over 25 years municipal experience in various roles and is a graduate of McMaster University in Human Resources. Carroll has led the implementations of 2-1-1 and 3-1-1 services in the Region of Peel in her past role as Service Delivery Advisor. In her current role, Carroll utilizes her passion, skills and experience to help advance citizen-centred service delivery across the organization. With an emphasis on the City’s customer service strategy and a collaborative approach, Carroll works to ensure customer service excellence to all employees and citizens.

Past Board roles include Chair of the 2-1-1 Operators Group advancing 2-1-1 Service Delivery across Ontario and Human Resources Advisor to the Bridge Prison Ministry program, dedicated to successfully reintegrating offenders back into the community.

Carroll is currently the Treasurer of the Municipal Service Delivery Officials Board.

Karla Hale

ICCS Past President & Director, Community Connections, Region of Peel

Karla Hale is the Director of Community Connections and PAMA for the Region of Peel with responsibility for multi-channel service delivery across more than 16 lines of business within Health Services, Human Services, Public Works/Transportation, Corporate Services and Peel Art Gallery, Museum and Archives (PAMA). As a graduate of the University of Waterloo and Queen’s Business Program, Karla has used her experience and innovation to lead teams implementing service enhancements and initiatives. Focus has been driven to improve and design new service delivery models that enhance access and experience with Regional services and programs. Karla’s expertise is in leading staff to successful outcomes for residents across her very diverse portfolio.

Karla also holds a number of Board roles including Municipal Service Delivery Officials (MSDO) and Public Sector Service Delivery Council (PSSDC) and Ontario 211.

Christian Laverdure

ICCS Vice-President and Director General, Tribunal Services, Immigration Refugee Board

Christian (Chris) Laverdure is the Director General of Tribunal Services at the Immigration Refugee Board of Canada. This entails service delivery for the Immigration and Refugee Divisions as well as the appeals divisions. Services include: the Registry, CIO, Linguistic and Research Services. Chris was previously the Director General of the Services for Business Branch and the Office of Consumer Affairs at Innovation, Science and Economic Development. The main focus of both offices was to offer services that are client-centric.

Chris previously came from the policy arm of the Acquisitions Branch at Public Services and Procurement Canada. Prior to joining the Acquisitions Policy Branch, Chris worked as Chief of Staff to the Deputy Minister and Departmental Assistant to the Minister of that same department.

Before joining the federal public service in 1999, Chris spent seven years in the private sector, as a management consultant (teaching project management, strategic management and speaking skills) and another seven years in the para-public sector as director of finance and administration and director of policy for not-for-profit national organizations.

Paul Pierlot

ICCS Treasurer & Director, Regulatory Accountability, Manitoba Finance, Government of Manitoba

Paul Pierlot is Director Regulatory Accountability, Manitoba Finance, the Government of Manitoba's newest Special Operating Agency, which provides an integrated suite of services for businesses and entrepreneurs. He is responsible for service innovation and development, regulatory analysis and red tape reduction, partnership development, BizPaL and other online services, and administration of the Business Number in Manitoba.

In addition to his role as a member of the Public Sector Service Delivery Council and Co-Chair of the Service to Business Community of Practice, Paul is a member of the Standards Council of Canada (SCC) Board and Vice Chair of the SCC Provincial-Territorial Advisory Committee. He also represents Manitoba on several other inter-jurisdictional committees, including the FPT Committee on Regulatory Governance and Reform, and the National BizPaL Steering Committee.

Prior to his current position, Paul was Senior Project Manager with the Secretariat to the Community and Economic Development Committee (CEDC) of Cabinet where he was responsible for economic strategy, investment attraction and industry development. Prior to moving to CEDC he was Senior Analyst with the Treasury Board Secretariat of Manitoba. Before coming to Manitoba, Paul held Senior Advisor positions with Justice Canada and the Telecommunications Policy Branch of Industry Canada in Ottawa, Ontario. He began his career with the Government of Canada as an Economist with the ICT Industry Development Branch of Industry Canada.

Paul holds a Masters Degree in Economics from the University of Toronto, an Honours Degree in Economics from Simon Fraser University, and an Associate Marketing Degree from Kwantlen Polytechnic University.

Roma Robinson

Senior Manager, Executive Council, Human Resource Secretariat, Government of Newfoundland and Labrador

Judy Ross

VP Enterprise Services, Service New Brunswick

A native of Labrador City, Newfoundland and Labrador, Judy Ross moved to New Brunswick to attend university. In 1987, Judy graduated from the University of New Brunswick with a Bachelor of Science in Computer Science and started her career as a programmer with the Province of New Brunswick.

She held numerous information technology positions throughout government before joining Service New Brunswick (SNB) in January 2003. Since joining SNB, Judy has accrued several years’ experience in progressive management roles in the area of corporate planning with responsibility for a variety of functions including Strategic Planning, Continuous Improvement, Privacy and Legal support, Customer Relationship Management, Communications, and Policy and Legislative support.

Currently Judy is the Vice President of Enterprise Services, overseeing the delivery of payroll, accounts payable, translation, marketing, Web, print and mail services to the Government of New Brunswick.

In her spare time, Judy enjoys reading, curling, golfing, and spending time with her husband and their two sons.

Vidya ShankarNarayan

Director General, Digital Government, Innovation, Science and Economic Development (ISED)

Vidya ShankarNarayan is a dynamic public sector executive with significant experience leading highly successful, large-scale, transformation exercises.

Vidya is passionately focused on improving and innovating policy and service delivery for Canadians with a vision of designing and implementing simpler, faster, seamless government services.

Vidya is currently Director General, Digital Government at Innovation Science and Economic Development (ISED) where she is leading Digital Policy and Service to innovate and transform service delivery to Canadian Businesses.

Previously, Vidya worked at Employment and Social Development (ESDC), where she led the digital delivery of social and employment benefit services to Canadians. She has also worked at the Treasury Board of Canada Secretariat, Global Affairs Canada, Passport Canada and Nortel Networks.

Vidya holds a Masters degree in Design and Technology from Carleton University.

In her spare time, Vidya practises yoga and meditation and is a champion for mental health and well-being.

Silvano Tocchi

Director General, Canada Revenue Agency

Silvano Tocchi joined the Canada Revenue Agency’s Digital Services Directorate in the Fall of 2014. He is responsible for managing the CRA’s three online portals as well as improving their design, adding to their capabilities and expanding their reach. Previously he contributed a variety of labour market program and policy challenges at Employment and Social Development Canada. He has also held posts in the House of Commons and at the Treasury Board Secretariat.

Silvano earned a Diplôme d'études supérieures in international relations from the Institut universitaire de hautes études internationales in Geneva as well as BA with Honours in History and a Concentration in Political Science from the University of Ottawa.

Nicholas Wise

Chief Information Officer, Public Safety Canada

Nicholas Wise is the Chief Information Officer of Public Safety Canada. Prior to his current position, Nicholas was Executive Director for the Service and GC2.0 Policyand Community Enablement Division within the Chief Information Officer Branchat TBS. Through policy development, research and analysis he and his team arefocused on: enabling an enterprise approach to service, particularly from adigital government perspective, and strong service practices in order tosustain GC excellence in serving individuals and businesses; providingdirection to facilitate increased community collaboration through the use ofsocial media tools (e.g. GCconnex and GCPedia); and, elaborating a workforcedevelopment and talent management approach to support CIOs and the CIOorganization of the future.

He joined CIOB in 2014 from the Priorities and Planning Sectorat TBS where he served as Executive Director for Strategic Policy and Planning.He began his career at Employment and Skills Development Canada where hisresponsibilities ranged from policy development for a workplace skills strategyto international relations managing bilateral cooperation with China on humanresource development issues.

He has degrees from McGill and Concordia in Middle EasternStudies and Public Policy and Administration.


Board Advisors


Sharon Squire

Deputy Ombudsman, Office of the Veterans Ombudsman

Sharon is an experienced public service executive with expertise in veterans' issues, service design and delivery, social media, human resources, public service management and sport. Sharon has worked at the Office of the Veterans Ombudsman, Treasury Board Secretariat, Privy Council Office and the Office of the Chief Human Resources Officer, and other organizations where she has developed federal government-wide programs and policies. Of note is her work to better deliver Government of Canada services to Canadians. As Deputy Veterans Ombudsman, Sharon has led initiatives focused on systemic issues affecting Veterans in Canada, overseeing the publication of numerous reviews and reports. She also recently introduced a business improvement initiative called LEAN to enhance front-line service delivery to Veterans. An innovator, Sharon strives to find leading-edge solutions and approaches to current and future issues. Sharon is an active volunteer, mother of two and a sports enthusiast.